Helpdesk Support Lead

Helpdesk Support LeadBirmingham On-siteWorking with the IT Operations Manager, the IT Helpdesk Support Lead will be responsible for the support and maintenance of an effective ICT service to the Gambling Commission.You will advise and support the existing IT Support Team of 1st and 2nd line engineers, to ensure that BAU incidents, requests, complex issues and ongoing service improvements and deployments are delivered effectively.This role is key to helping the Gambling Commission deliver a consistent and reliable support function and will provide an escalation point for the IT Support team, and wider business. Strong technical and business knowledge of processes and service delivery is crucial, as is the ability to mentor and develop the existing support function in line with our IT Strategy.The Benefits:- Salary of circa £30,000- Civil service pension, with an employer contribution rate of 27%- Office-based working- 26 days’ holiday, rising to 29 days after two years’ service, with the option to buy up to five days’ extra annual leaveKey responsibilities, skills, and experienceYou will need to demonstrate excellent leadership, coaching and co-ordination of the IT Support team, acting as the go to person for IT Support, both within the team and across the Commission. Delegation of workload and overseeing progress through to completion.You will need excellent information gathering, problem solving and analytical skills to ensure robust solutions to ICT issues are managed through to completion efficiently.You will lead on maintenance and support of complex ICT solutions to meet operational requirements that adhere to the Commission’s business continuity and security accreditation arrangements.You will have a high degree of autonomy in delivering a robust, effective support service through sound decision making and be able to demonstrate good judgement on the prioritisation of work and how it is delivered.You will have strong knowledge of how the Commission’s policies and procedures are implemented and proactively look for continual service delivery opportunities to improve on.You require strong communication skills, and will be able to lead, motivate, support and advise the IT Support technicians on how best to action incidents, requests and deployments.Management of IT hardware and software deployments and refreshes, operating system and firmware patching, and hardware health checks in line with IT and security compliance requirements.Raise awareness of IT initiatives and changes that will impact the wider Commission, devise and develop best practise solutions and knowledgebase materials, to improve IT visibility and education through technical learning initiatives for non-IT staffWork closely with Digital Infrastructure team to assist with technical advances regarding imaging and deployment improvements and escalate issues through to resolution.Identify trends in IT incidents and requests and devise solutions to reduce and prevent reoccurring issues, amend aged support documentation.Person specification:Essential:- Proven ability to lead a team of ICT technicians and support functions, providing robust and secure access to all systems both for office and home working colleagues.- Good Microsoft O365, Azure and Intune administration, Windows 10/11 deployment and maintenance experience (SCCM/Autopilot).- An ability to work collaboratively within the team, leading by example, championing the ways of working whilst driving high performance.- Proven ability to work at pace, managing competing deadlines and priorities whist setting clear expectation.- Manage and co-ordinate urgent and complicated support issues, acting as the escalation point and the lead for all requests and incidents.- Help to identify root causes of issues and communicate appropriately by providing expert guidance to all internal and external stakeholders.- Manage the services within the IT Service Desk remit at the Birmingham office, remote workers.- Ability to communicate processes and procedures verbally clearly accurately and in writing.- Drive, self-motivation and ability to work under own initiative- Experience of developing professional and effective working relationships with customers and key stakeholders.About Us:Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible.The closing date for this role is 17th September 2024.PLEASE NOTE: ensure you have the right to work in the UK before applying. We are unable to provide sponsorship for visas currently.Incomplete applications will be discounted from shortlisting. Please ensure your application is fully completed and submitted before logging out of your account.We reserve the right to change the closing date depending on the number of responses received. Please submit your application as soon as possible to ensure it is considered in the selection process.As the regulator of the National Lottery, there are some roles within the Commission that are prohibited from playing the National Lottery. This does not affect your family playing. We will let you know at interview if the role you have applied for is on the Prohibited List.This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.